Customer Success Specialist

School Bytes

School Bytes

Customer Service, Sales & Business Development
Sydney, Australia · Fairfax, VA, USA
Posted on Sunday, May 21, 2023
Who are we?

School Bytes supports schools via the development and provision of administration and finance software that is focussed on the needs and requirements of NSW schools. Our product provides schools with the tools they need to operate smoothly and efficiently and our ongoing support ensures they are provided with the highest level of customer service.

As a Customer Success Specialist you will help support our agile and dynamic teams that are responsible for building an exceptional product as well as supporting schools in an ongoing capacity. You’ll be liaising with these teams to ensure that our clients remain satisfied with our products and services. You will provide expert functional support for School Bytes applications using current support tools and build strong relationships with clients ensuring they always leave with a great impression.

  • Respond to school queries in a timely and accurate manner (phone, email and live-chat)
  • Review and revise existing instructional materials to ensure accuracy, relevancy, and effectiveness
  • Collaborate with instructional designers and product managers to share knowledge and best practices
  • Increase client satisfaction and build loyalty by providing amazing, personal client support
  • Communicate with clients to identify their needs and see them through to resolution
  • Contributing to knowledge feedback & ideas for new modules
  • Analyse and report platform bugs (eg. by re-creating and testing different scenarios)
  • Support each other to learn & resolve complex queries
  • Engage in customer success activities (e.g. proactive retention strategies to prevent churn - e.g. monitoring usage of system by schools and reaching out to see if any issues, etc)
  • Comply with all workplace and remote working WHS requirements
  • Engage in ongoing training, either self identified or company directed
  • Maintain a current Working with Children Check.

  • The ability to solve problems logically and critically
  • The desire to make things easier for our clients. If there's a roadblock, we want to smooth it away
  • Excellent communication skills and an ability to build rapport quickly
  • Strong attention to detail, particularly within documentation
  • The ability to make quick decisions within a fast-paced environment
  • Knowledge of the Ed-Tech industry and/or a school-based background or ability to learn quickly
  • Proficient skills with Google Workspace and Microsoft Office 365, Zendesk, Intercom.

  • We are a collaborative, friendly team who like to celebrate success together!
  • Convenient North Shore location (Lane Cove) with public transport options
  • Free, reserved parking on-site
  • Catered lunches twice a week
  • Employee assistance program

Salary range: $90,000 - $100,000 + superannuation (depending on relevant industry experience.)

Further salary negotiation may be held, depending on level of skills and experience.

We request that no recruitment agencies contact us in regards to this position. Thank you.